número de ocorrência
Published 6 November 2026, 09:07
número de ocorrência — the number under which the operator logged your fault
A short number that customer support must give you when you report a fault. It proves the key point — the day and time from which the operator knew about the outage. From that moment the clock starts on both the 24 hours after which you are owed a credit on your bill and the fifteen days after which you have the right to leave without a penalty. Ask for it straight away and in writing — by text, by letter or in your online account.
Where you come across it. A call or chat with customer support, the operator's shop, a later complaint and a request for a refund.
Without it, a month later you will be told "you never reported it". A verbal assurance that "we've made a note" is no good: you need a record you can show.
Official website: diariodarepublica.pt/dr/legislacao-consolidada/lei/2022-187527517